Exceptions Associate (f/d/m)

In this role you resolve customer-related issues through a ticket-based system for GCX and Authenticity Guarantee, driving timely, accurate outcomes within SLAs. You connect GCX and Authenticity Guarantee teams to ensure consistent customer experiences, track inbound shipments, and provide clear updates to stakeholders. You apply analytical thinking and problem-solving to assess cases and support fair resolutions in a fast-paced environment. This is a chance to influence the quality of customer interactions at a global scale, helping sustain trust and authenticity on the platform.

• Investigate and resolve tickets related to disputes, claims, appeals, and shipment tracking within defined SLAs
• Act as a key link between GCX and Authenticity Guarantee teams to support issue resolution and information flow
• Track inbound shipments and provide accurate updates to internal stakeholders
• Apply problem-solving and conflict management skills to assess cases and support fair outcomes
• Maintain accuracy and attention to detail when reviewing cases and updating systems
• Manage workload effectively in a fast-paced environment with changing volumes and priorities
• Contribute to team performance by meeting quality, timeliness, and adherence expectations

• Strong analytical skills with data gathering and interpretation
• Clear written communication to document findings and updates
• Ability to assess complex scenarios and support balanced outcomes
• Experience navigating multiple systems and processes
• Strong problem-solving skills and independent, sound judgment
• Effective time management to meet SLAs and adapt to shifting priorities
• Comfort working in a ticket-based environment with high attention to detail

• analytical thinking
• clear communication
• independence and judgment
• Excel data analysis
• data interpretation and trend identification
• documentation of findings and updates